Artificial intelligence is increasingly capable of replacing humans in a variety of tasks in the cultural and tourism services industry,contributing to the"technology-for-people"trend.However,it is unclear how platform AI affects the evaluation of service originality compared to human customization of cultural and tourism products.This paper systematically explores this issue through three experiments based on uniqueness theory.It is found that consumers negatively evaluate the originality of platform AI customization services compared to humans,and that this effect is mediated through uniqueness neglect.It was also found that the above mediation effect was moderated by consumers'novelty-seeking tendencies.Specifically,consumers with high novelty-seeking tendency were more concerned with uniqueness neglect and thus rated the originality of platform AI customization services lower;for consumers with low novelty-seeking tendency,the above negative effect was weakened.It was also found that consumers were less satisfied with AI services than human service providers.The findings of this study have theoretical and practical implications for understanding consumers'perceptions of platform AI services.
维普
万方数据
